Don Peppers’ blog posts are followed by nearly 300K on LinkedIn. He was among the first invited to be a LinkedIn Key Influencer when the program began in 2012. Today, he is one of LinkedIn’s top CX experts.

Don's Blog

Three Steps to Convert Loyal Customers into Enthusiastic Customer Advocates

Customer loyalty is not easy to achieve, especially in any kind of competitive business category. After all, imitation is the sincerest form of competition. Analysis shows that merely satisfying customers is not sufficient to generate loyalty, because the world is full of perfectly functional companies like yours that are every bit as capable of providing…

How to Define “Customer Equity” – The Right Way, Not the Wrong Way

For the last three weeks I’ve been in Hong Kong and Australia for a number of meetings and presentations. Several times in my conversations with business executives, the subject of “customer equity” has come up. Usually, it happens when somebody asks how they should think about the value to their business of being customer-centric, or…

How Likely Are You to Recommend NPS?

A decade after Fred Reichheld’s book The Ultimate Question, Net Promoter Score (NPS) has become quite a significant factor in many companies’ efforts to measure the satisfaction and sentiment of their customers. Reichheld’s initial claim that NPS can predict all manner of corporate success or failure has been largely debunked, but the metric nevertheless holds…

Open Letter to Employers: Time to Improve Your Workers’ Financial Lives!

Hourly workers are the lifeblood of your company. They are the ones who have the most direct conversations and interactions with your customers. They are the ones who run the machines that make, repair, and distribute your products. They’re the ones who fix the problems that impede your service, and apply the policies that make…

How to Get the Most Out of LinkedIn, Facebook, Twitter, and Other Networks

Networks of connected people have a certain type of structure, and this structure affects how you benefit from your own connections, either on LinkedIn or in any other context. More than 40 years ago, Mark Granovetter of Johns Hopkins University studied the diffusion of information through a social network and wrote a landmark paper that…

What Costco Knows About Customers and Everyone Else Ought to Learn

If there’s one central theme running through news stories and commentary about the business imperative at retailers and other “dirt world” companies these days, it has to do with cost reduction, automation, efficiency, and shareholder value. And the primary victims of this drive for efficiency are the hourly workers who find their pay squeezed and…